Technology Services Specialist

HQ 11100 WILDLIFE CENTER DRIVE RESTON, VA 20190, USA Technology Services Specialists serve as the primary point of contact with staff at the National Wildlife Federation for day‑to‑day technology needs. The role requires knowledge of the hardware and software used by NWF staff, confidence and interest in researching and troubleshooting new and existing technologies related to usability, durability, security, and attention to detail and process needed to enable efficient and resilient helpdesk operations. Personal attributes required for this role: responsiveness to the typical range of technology understanding found in a large workplace, and a commitment to a customer ethic that maintains and grows workplace productivity and satisfaction. Specialists are measured on both throughout performance and workplace improvement. In this role, you will: Provide timely support to all staff on NWF‑administered business‑user hardware and software, including VoIP phones, laptops, mobile device connectivity, operating systems, MS Office, Zoom and other business applications. Respond to requests through telephone, email, face‑to‑face contact and the help‑desk ticketing system (SolarWinds Service Desk). Maintain thorough notes of actions and resolutions, and conduct proper routing and escalations as outlined by the Helpdesk Manager and Director of IT. Build and deploy new and existing computers on a set schedule. Contribute to maintaining an up‑to‑date computer asset inventory. Oversee hardware shipping and returns from HQ and all regional offices. Administer Office365, Azure (Active Directory, Intune, MFA and Autopilot), Iru, 1Password, Monotype, Zoom (user, phone and Zoom Room System Management), Druva, Adobe Creative Cloud Enterprise, Esri Enterprise, Dell Tech‑Direct, Dropbox Enterprise, Splashtop, Mimecast and Google Groups accounts. Manage task lists and regularly communicate progress, barriers and reprioritization needs with team members. Contribute to business process development and advocate for changes to improve helpdesk operations. Follow SOPs and policies. Contribute to helpdesk operations and IT policy documentation. Serve as a project team member on engagements executed within Operations. These can be projects led by other teams with tasks related to IT or IT‑driven projects. Participate in and support organizational events, both locally and across the Federation’s operating states, by providing IT support and on‑site technical assistance as needed. Participate in new hardware and software rollout requirements gathering, analysis, rollout planning, training and adoption services and related performance KPIs during and post‑implementation. Participate in the IT Ambassador Program, create session curricula and steward their assignments. Contribute to maintaining an up‑to‑date Knowledgebase documentation library, living in a shared space. Includes scheduled document reviews and updates. You will need: A+ certification or comparable. Advanced skills in MS Office (2019‑O365), Active Directory, macOS, and Windows. Experience with Office 365 and SolarWinds ServiceDesk ticketing software is a plus. Considerable understanding of current and emerging Information Technology; knowledge of IT infrastructure, networks, LANs, WANs, computers, tablets, handheld devices and VOIP telephony. Detail‑oriented and able to follow tasks through to completion, including appropriate documentation. Proven consistency in following SOPs and delivering on SLA commitments. Hands‑on experience in building and maintaining IT infrastructure. Efficient time management and task prioritization flexibility, comfortable with tight deadlines. Able to build trusting, collaborative and compassionate relationships. Feels personally accountable for individual and shared outcomes. Self‑starter mindset; owns problems and pulls in other resources and expertise as needed to investigate and resolve issues. Capable of understanding the broader context and the bigger picture, including NWF’s strategic vision and mission. These proficiencies are typically consistent with at least three years of professional experience. The selected individual is expected to exemplify the National Wildlife Federation’s core values (collaboration, mindfulness, empowerment, inclusivity, and mission focus) and demonstrate leadership competencies, including: Self‑Awareness & Learning Dedicated to deepening understanding of cultural and systemic racism and the intersectionality of multiple forms of social inequality. Demonstrates awareness of positional power and privilege (both personally and professionally) and its attendant impacts. Consistently brings a high level of empathy, emotional intelligence, and social skills to work and interpersonal interactions. Authentic Relationships & Community Partnerships Maintains a sophisticated understanding of how group dynamics impact organizational culture, partnerships, campaigns and coalition work. Demonstrates capacity to maintain relationships across difference. Openly holds space and invites others into conversations during sensitive engagements, exhibiting responsible and respectful demeanor with colleagues and partners. Direct Communication Exhibits strong interpersonal skills rooted in teamwork, diplomacy and respect. Strives to match intent and impact in all interactions. Acknowledges mistakes and harm; works to repair breaches in relationships. Power Sharing Actively seeks feedback, direction and guidance from all team members. Keeps colleagues and partners informed of decisions that impact them. Works to implement collaborative decision‑making processes and structures that include voices from different programs and levels of the organization so that decisions are jointly owned. Actively seeks new solutions to persistent problems by engaging a diversity of perspectives and experiences. Practices both/and thinking and the ability to accept ambiguity. Equity Analysis & Action Motivated by values of equity and responsibility to those most marginalized. Committed to deepening an environmental justice approach in policy priorities, program development and partner engagement. Demonstrates awareness of the attributes associated with a white‑dominant culture and takes actions to dismantle hierarchies of oppression within that culture. Dedicated to advancing NWF's internal equity transformation and compelling partners and allies to incorporate equity into their work. Location and Work Mode This position is based out of our Headquarters in Reston, VA. The National Wildlife Federation is committed to a flexible and empowered work environment with authentic community of care for all staff. In this position, the employee may work in the office or in a hybrid manner, to be decided jointly with their supervisor in the final stages of the interview process. For more information on Work Modes, please review the benefits section of our careers page: Compensation The salary range for this position is $60,000 – $70,000 annually, commensurate with experience. Cognitive & Intellectual Requirements Ability to understand, analyze and apply complex information, policies and concepts. Ability to exercise sound judgment, problem‑solve and make decisions in situations involving ambiguity or competing priorities. Ability to maintain focus and sustained attention and manage multiple tasks or work‑streams. Ability to listen, interpret and respond appropriately in discussions with colleagues, leadership and external stakeholders. Physical Requirements: Ability to remain in a stationary position for extended periods while working at a computer or attending meetings. Ability to operate standard office equipment, including computers, keyboards, monitors, telephones and video‑conferencing tools. Ability to communicate and exchange information in person, via telephone, and through electronic or virtual platforms. Ability to read, review and produce written and electronic documents, including prolonged use of computer screens. Ability to move within an office or remote environment to access files, meetings or equipment as needed. Work is performed primarily in an office or remote environment. Role may involve extended screen time and participation in virtual meetings. Benefits Paid time off: Vacation starts at three weeks accrual based on a full‑time schedule, unlimited wellbeing leave (available for physical, spiritual, emotional, cultural, religious or financial wellbeing for yourself, a partner or family member – including pets), half‑day Fridays and 11 holidays. Paid winter break between December 25 and January 1. Up to 16 weeks of fully paid Family and Medical Leave. Low‑cost health, dental and vision insurance options – all outpatient mental health is covered at in‑network rates. Free therapist access. Pet insurance and discount perk program. Additional Financial Supports Retirement plan with immediate match and vesting. Applications will be reviewed on a rolling basis. Candidates should submit a cover letter and resume. We strive to increase diversity, equity, inclusion and justice (DEIJ) in all elements of our work and with our partners to support the interdependent needs of wildlife and people in a rapidly changing world. We recruit, employ, train, compensate and promote regardless of race, religion, creed, national origin, ancestry, sex (including pregnancy), sexual orientation, gender identity (including gender nonconformity and status as a transgender individual), age, physical or mental disability, citizenship, genetic information, past, current or prospective service in the uniformed services, or any other characteristic protected under applicable federal, state or local law. We are proud to be an equal‑opportunity employer. Applicants are invited to learn more about National Wildlife Federation’s commitment to diversity, equity and inclusion at Please let us know if you require accommodations during the application or interview process by contacting View email address on click.appcast.io or View phone number on click.appcast.io. If selected for this position, a background check will be conducted. Equal Opportunity Employer. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor. #J-18808-Ljbffr